NewswireToday - /newswire/ -
Singapore, Singapore, 2010/08/12 - Consilium Software (“Consilium”), a leading Unified Communications solutions company, headquartered in Singapore designed and delivered Genesys Contact Center solution to Bharti AXA.
Consilium Software (“Consilium”), a leading Unified Communications solutions company, headquartered in Singapore with operation in India, S.E. Asia, Taiwan and Canada, designed and delivered Genesys Contact Center solution to Bharti AXA and migrates them to a technology platform that provides them with the scalability and tightly integrates with all their business as well as backend processes.
Genesys Contact center solution is software based which allows contact centers to handle large number of calls and yet maintain the quality of the call. The scalability, flexibility and clear roadmap made Genesys the right choice. Genesys outbound contact center solution was implemented with Consilium’s UNITM range of products which provided Bharti AXA with a complete solution which it was looking for its business as well as retaining the flexibility to the dynamics of the market. As a result, Genesys has proved out to be a solution which increases customer satisfaction and retention, drives efficiency and accelerates business innovation.
Consilium’s UNI™ suite of products were tightly integrated with their currently running backend applications. Consilium UniAgentTM was integrated at Bharti AXA, Pune, which benefited them in reducing their Average call handling time as the call center agent had ready access to call information, customer data and enterprise resources giving faster call resolution. With Consilium UniQMTM Bharti AXA was able to monitor performance of the agent as they were able to get information about the recorded calls including full details over the date and time of call, agent name, calling party number, final disposition of call, etc. Consilium UniInsightTM is a Business Intelligence (BI) reporting product is focused to analyze and report on the volume of data organizations collect and store, which helps in taking further business decisions. With both the Genesys Contact Center Solution and Consilium UNITM range of products Bharti AXA had made an immense growth in their business.
Arvind Saksena, (Group CIO and Head of HR) said “The Genesys contact center enables Bharti AXA with all the advanced and latest features. It is an important business asset for Bharti AXA and is expected to improve customer loyalty and satisfaction and help generate new revenues for the company. Added potential to their Contact center was provided with Consilium UNITM Suite of products.”
Satya Ganesh’s (VP, Insurance Asia Pacific, AXA Business Services) said “The solution recommended by Consilium Team has not only increased our efficiency, but it has also given us room for other, more lucrative initiatives. It has enabled us to launch new products without putting an extra strain on our budget. With the new features the added advantages/benefits provided thereof - we have created capacity to tackle new ventures without making new investments, and as such we have indirectly saved considerable money which will help us in improving our ROI.”
About Consilium Software (“Consilium”)
Consilium Software (consiliuminc.com) is the Unified Communications software company which is Enabling Unified Success™ in enterprises and contact centers – with solutions that combine industry-leading products from technology partners, innovative software applications and unmatched services expertise. Powered by communications convergence, collaboration and customer interaction optimization software, Consilium’s solutions enable companies to improve communication flows, transform business processes and increase business efficiency. Consilium professional services uniquely helps clients get business results fast by focusing on their requirements first, creating solutions using the best and most appropriate technologies, and providing the finest technical services. Consilium’s own UNI™ range of products minimizes the implementation fees and risk that many Unified Communications applications require. Providing cross-platform compatibility with our alliance products and enhanced feature sets, solutions built on Consilium’s UniPresence™, UniAgent™, UniQM™ and UniInsight™ products contain all the elements needed for enterprise unified communications, customer interaction management and business intelligence. Headquartered in Singapore, in the heart of the Asia Pacific region, Consilium has significant presence in India, Greater China and the ASEAN region.